Operations Support Manager - Cape Town at Ecentric Payment Systems

Position Overview

Ecentric, a leading Payment Gateway Company in the FinTech industry, is seeking a dynamic and experienced Operations Support Manager to join our team. As a pivotal member of our 24/7 Command Centre, you will play a crucial role in implementing and supporting our operating requirements, ensuring alignment with service monitoring, availability, and health. 

As a Mid - Level position, the Operations Support Manager reports to the Head of IT in the Operations Department. The Department requires a Operations Support Manager with the ability to not only support the successful delivery of the Department's deliverables but also a leader to foster a positive culture and value-driven work environment by taking responsibility of the following:

Role Requirements

• Drive integration activities across the Command Centre, supporting the next-generation Operation Model.
• Collaborate across functional teams to design, implement, and maintain critical procedures for Service Delivery, Major Incident, and IT Operations.
• Communicate effectively during incidents, driving escalations, investigations, and resolutions while ensuring timely and accurate outage updates.
• Provide recommendations for technology improvements to enhance incident resolution and ensure infrastructure and application stability.
• Focus on continuous development and daily management of service quality, increasing customer satisfaction, reducing meantime to restore service, and improving data quality.
• Utilize continuous improvement methodologies to enhance service delivery and productivity.
• Foster relationships with internal and external service providers, championing user satisfaction.
• Drive regular meetings with Business Units and Support Units on IT incidents and problems.
• Implement changes across departments to enhance application and infrastructure availability and service targets.
• Collaborate with the Management Team to promote talent upskilling and cultivate a positive culture aligned with our values.
• Manage day-to-day operations of the Command Centre teams, including staff development, training, KPA and KPI reviews, performance evaluations, shift rosters, and maintaining a positive and challenging workspace.

Requirements

Qualification and Certification:

• Ideally qualified in ITIL Foundations with expertise in Event, Incident, Problem, and Change Management processes.

Years of (relevant) Experience:

• 5-10+ years of relevant managerial experience in IT Operations.

Professional Expertise:

• Demonstrated leadership and strategic vision in the designated domain.
• Proven track record working with Senior Managers and Executives, exhibiting composure, credibility, and technical acumen.
• Familiarity with Command Centre and major incident management functions.
• Strong skills in establishing and managing operational procedures.
• Analytical skills with the ability to coordinate relationships of various IT technologies for effective business service delivery.
• Detail-oriented, capable of driving change to promote order, control, and consistency in an Operations environment.
• Excellent written and oral communication proficiency in English.

Skills and Behavioral Competencies:

• Building a successful team.
• Coaching.
• Continuous improvement orientation.
• Information monitoring.
• Initiating action.
• Leadership.
• Teamwork/collaboration.
• Providing exceptional experiences to internal and external customers by understanding their needs and tying them to results.
• Demonstrating a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement.
• Advising and collaborating with others to develop strong, positive working relationships across all organizational levels.
• Offering creative, data-based solutions while focusing on forward progress and creativity.
• Fostering the highest level of commitment among the team through transparent communication.
• Creating an environment that encourages autonomy, decision-making, and goal attainment.
• Taking personal responsibility for making tough decisions and meeting commitments.